UPDATE - August 16th
The reshipping of Vampire: CHAPTERS orders that were previously affected by custom issues has now begun! We are still expecting further orders to be returned from customs at this time - we are processing these returns as quickly as possible once returned. Orders are being processed in batches due to the high volume of returns and we currently have these orders leaving the warehouse daily.
Once dispatched, backers will receive a new despatch notification email with an order summary and tracking details. Due to the returns process, we are unable to give a time frame for when individual orders will be dispatched.
Please note: these reships are still subject to any other issue that may affect orders during delivery and will need to go through the customs process. We can advise, however, that some of the orders that have been reshipped have seen clearing times of between 24-48 hours.
UPDATE - August 8th
We are now receiving orders that have been affected by Customs issues back at our UK hub.
Orders that have already been returned are being processed and prepared to be reshipped at this time. Backers will receive a notification email once the order has been dispatched, which will include new tracking information.
Please note: There are still outstanding orders waiting to be returned from customs to our UK hub. We will continue to provide backers with updates whilst we proceed with shipments.
UPDATE - July 25th
We are currently waiting for the final confirmation date via the carrier of when orders that have been returned from customs will arrive at our UK hub. We will continue to update the blog with the latest developments as soon as possible.
UPDATE - July 19th
We have been working closely with Flyos and Parcelforce to resolve orders that have been affected by customs issues, which resulted in customs authorities requesting further information. (For further information, please see Kickstarter update #76).
Unfortunately, the requested additional paperwork provided in the allotted time frame has been rejected by customs. We were notified on Monday, July 17th, via Parcelforce that affected orders are now to be returned to our UK hub, despite requesting further delays to ensure that the details requested could be received.
We sincerely apologise for the additional delay caused by factors outside of our and the publisher’s control. Please know that all parties involved have been working nonstop to resolve customs difficulties. Once returned, Vampire: The Masquerade orders will be reshipped immediately to avoid any further delays.
July 14th
We have been in ongoing communication with Flyos concerning several reports of Vampire: The Masquerade - CHAPTERS facing issues at German customs. For orders affected, Parcelforce and GLS will be holding onto the parcels whilst we actively resolve the situation, working alongside the publisher.
For further information, please see the latest update via the Vampire: The Masquerade - CHAPTERS Facebook group. In the meantime, we recommend keeping an eye out for updates via the publisher. However, we will continue to post updates on our weekly fulfilment blog when necessary. Please know that we see your comments, understand your concerns and would like to thank you for your patience.
Please submit a support ticket with us here if you have any further issues or concerns regarding your order.